NOC Engineer (1090)

Single Digits Bedford , NH 03110

Posted Yesterday

Daily duties and responsibilities include: Assisting customers who are experiencing any procedural or operating difficulty. Complex and/or high priority problems may be elevated to specialized support groups for resolution when needed, but the NOC Engineer is responsible to ensure that an effective solution is provided to the user.

The NOC Engineer position also has the following responsibilities:

Ensure a knowledgeable, consistent, and positive experience for our customers

Able to work with customers via phone and/or email.

Good work habits under pressure.

Troubleshoot problems, answer questions, teach or instruct customers regarding the various questions/problems they present.

Provide first level of contact and create a ticket for each call.

o Update tickets with appropriate troubleshooting steps completed.

o Close tickets with resolution entered upon completion of the job.

o Follow appropriate escalation procedures.

Determine the most effective manner to resolve customer's technical issue. Engage in research and in-depth troubleshooting to resolve technical issues.

o Consult with Specialist when necessary.

Participate in additional training to increase knowledge and be able to assist with more complex issues

Resolve escalated Help Desk or Monitoring tickets in a timely manner.

Grow your knowledge of NOC procedures and services.

Identify and escalate situations requiring urgent attention.

Responsible for making correct configurations on firewalls, switches, and gateways.

Knowledge of wireless network deployments.

Ability to work independently and in a team setting.

Additional tasks as assigned by Supervisor


Completion of all training modules

Knowledge of advanced Networking protocols

Previous experience in a related job field a plus

This position requires a highly motivated individual willing to work as part of a team in an exciting, fast-paced environment. Providing excellent customer service and maintaining a high level of professionalism at all times is expected. A proven track record of punctual and consistent attendance must be provided. Flexibility in scheduling is a must; evenings and weekends.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
NOC Manager On Duty (1119)

Single Digits

Posted 3 weeks ago

VIEW JOBS 9/25/2020 12:00:00 AM 2020-12-24T00:00 <p>Summary:</p> <p>The Manager on Duty, reporting to the NOC Manager, will be responsible for leading a Network Operations Center through the effective use of resources. Will analyze performance statistics and ensure quality customer service and SLA adherence through coaching and performance management. He or she will perform these functions with the ability to lead, motivate, and inspire.</p> <p>Responsibilities:</p> <ul> <li>Manage and coordinate a team of NOC Agents and Engineers<ul> <li>Monitor phone queues and track inbound calls</li> <li>Manage ticket queues, priorities, and agent productivity</li> <li>Monitor the incident management process</li> <li>Identify and escalate trending issues</li> </ul> </li> <li>Minimize client impact and reduce MTTR (Mean time to resolve)</li> <li>Be available and motivated to improve the entirety of the team's operations.<ul> <li>Manage by walking around. Be visible to answer questions.</li> <li>Take calls that your agents can't handle, be available when an agent appears to need assistance.</li> <li>Motivate and encourage agents through positive communication and feedback</li> </ul> </li> </ul> <ul> <li>Quality evaluations of all direct reports</li> <li>Spend four hours per month working the NOC telephones and priority boards.</li> </ul> <ul> <ul> <li>Make sure your staff recognizes that you can do their jobs, too!</li> </ul> <li>Produce performance reviews as established by company policy</li> <li>Act as an escalation point for larger customer escalations, or escalations with significant exposure</li> <li>Follow up with customers who have experienced significant outages or service failures</li> <li>Monitor supervisor and NOC email escalations and ensure timely follow up</li> <li>Provide Incident reports as defined by Incident Management Guidelines</li> <li>Ensure compliance to all policy, process and procedures </li> </ul> <p><br></p> <ul><li></li></ul><p><strong>Requirements</strong></p><ul> <li>College degree or relevant experience preferred</li> <li>Minimum of two years related experience preferred, but not required</li> <li>Must have demonstrated skills of leadership, collaboration and diplomacy</li> <li>Excellent customer service, computer and interpersonal skills required</li> </ul><ul> <li>Proven ability to drive individuals and team performance</li> <li>Excellent computer-based, telephonic, verbal and written communication skills</li> <li>Organizational skills</li> <li>Exceptional and demonstrable customer service skills</li> <li>Ability to multi-task and successfully prioritize workload</li> <li>Excellent problem solving and decision-making skills</li> <li>Willingness and ability to work in a fast-paced working environment over an extended period of time</li> <li>Flexibility in scheduling to regularly include 1st, 2nd and occasionally 3rd shift.</li> <li>Proficient in Word, Excel and Outlook</li> <li>Minimum technical skills equivalent to Comptia Network+</li> </ul> Single Digits Bedford NH

NOC Engineer (1090)

Single Digits